Abstract:
In Sri Lanka, Commercial banks play a vital role in the financial system and most of
the financial needs are fulfilled by them. Nowadays, banks adopt new technological
enhanced facilities to provide better customer service which lead them to the concept
of Green banking. Electronic banking is the foremost among all other technological
facilities.
The study principally investigated the relationship between Electronic banking on
customer satisfaction in Western province, Sri Lanka. The roots of the study
originated from past studies and the most of the existing literatures identified several
indicators that have a positive and direct impact of Electronic banking on customer
satisfaction. The present study considers nine electronic banking predictors namely,
Quality of web page/channel, Speed, Ease of use, Responsiveness, System
availability, Reliability, Security, Cost and Usefulness. The research process mainly
focused on gathering primary data using a questionnaire while secondary data
collection was done by referring publications and websites. The respondents were
both males and females above the age of 18 years who use at least one Electronic
banking method selected from Western province, Sri Lanka. 350 questionnaires were
distributed and collected data were analyzed using both descriptive and quantitative
methods. The process of analysis was carried out using SPSS statistical software. The
multiple linear regression analysis was used to evaluate the impact of nine
independent variables on customer satisfaction. The study found that there is an
impact of quality of web page/channel, ease of use, responsiveness, system
availability, usefulness on customer satisfaction and also it proved that there is an
impact of Electronic banking on overall customer satisfaction.
